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Exam 9: Management of Quality

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Question 41

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A quality improvement technique that involves the sharing of thoughts and ideas in a way that encourages unrestrained collective thinking is:

A) Pareto analysis
B) benchmarking
C) brainstorming
D) a control chart
E) a check sheet

F) C) and E)
G) A) and B)

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Question 42

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Serviceability, Conformance and Reliability are dimensions of product quality.

A) True
B) False

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Question 43

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Loss of business, liability, productivity and costs are consequences of _______.

Three key philosophies in TQM are continuous improvement, involvement of everyone in the organization, and customer satisfaction.

A control chart is a visual representation of the various states in a process.

The PDSA cycle forms the conceptual basis for continuous improvement.

A major obstacle to implementing TQM can be an emphasis on long-term financial results.

Quality of conformance refers to the degree to which goods and services conform to the intent of the designers as documented in the specifications.

The causes of variation in any process can be identified through the general categories of people, procedures, education and age.

Managers have obligations to a wide variety of stakeholders such as shareholders, employees and customers.When considering outsourcing production to offshore suppliers, managers have to weigh __. I) Cost benefits that might make shareholders wealthier II) Quality issues that might make firms less productive and/or products riskier III) The investments already tied up in relationships with existing suppliers

Product design choices are usually the result of inputs from accounting and human resources.

The seven dimensions of quality are important for products but are not applicable in service organizations.

Business organizations achieving good quality benefit in a variety of ways, including a positive reputation for quality, increased customer loyalty, and lower production costs.

The primary difference between internal failures and external failures is time and place of discovery of the failure.

Total quality management attempts to involve everyone in an organization in the effort to achieve quality.

The term "quality at the source" refers primarily to the practice of requiring each of our vendors to provide quality parts and materials.

TQM stands for:

According to Deming, it is the systems that management puts into place that are primarily responsible for poor quality, not employees.

As regards quality risks, which of the following would be least likely to involve outsourcing to less-developed countries?

In market research, a group of consumers who express their opinions about a product or service is called a steering committee.